Returns & guarantee
Every plant leaves the studio healthy, hand-checked, and packed to survive the trip. If something goes wrong, we want to make it right.
Arrived damaged or stressed?
If your plant arrives broken, mushy, frostbitten, or noticeably worse than it should be, contact us within 48 hours of delivery with:
- Your order number
- 2–4 clear photos of the plant (and the box, if the damage looks like rough handling)
Email hello@heartleafplants.com and we'll respond within one business day with a full replacement or refund, your choice. You won't need to ship anything back.
Within 30 days of delivery
If a plant declines despite reasonable care during the first 30 days, we cover it too:
- Email us with your order number, photos, and a short note on what's been happening (light, water, environment).
- If we determine the issue is a sourcing or shipping problem on our end, we'll send a free replacement or issue a refund.
- If the issue is care-related, we'll offer a 50% replacement credit and walk you through what to adjust so the next one thrives.
Healthy plants & change of mind
Once a healthy live plant has been delivered, we can't accept it back — even unopened — because we can't verify it's pest-free for our other customers. Please choose carefully and reach out to us before ordering if you have questions about a specific plant.
Ceramic planters & non-plant items
Ceramic planters, hanging baskets, and other non-plant goods can be returned unused and in original packaging within 14 days of delivery for a refund of the item price (shipping not refunded). Email us first and we'll send return instructions.
Refund timing
Approved refunds are issued to your original payment method. You'll see the credit on your statement within 5–10 business days, depending on your bank.
Cancellations & address changes
If you need to cancel an order or change the shipping address, email us right away. Once an order has shipped (typically 1–2 business days after purchase), we can't change the address or cancel — but we can help with returns or replacements per the rules above.
How to start a claim
- Email hello@heartleafplants.com.
- Include your order number, the plant name(s), and photos.
- Tell us what you'd prefer: replacement, refund, or credit.
We'll get back to you within one business day. Most claims are resolved within 48 hours.
This policy reflects current standard practice for live-plant retailers and is offered in good faith. We may update it from time to time — the version active on your order date applies.
Email us about an order →